Genesys helped Etraveli Group improve customer experience by deploying the Genesys Cloud™ platform, enabling 2,800 agents to handle queries more efficiently. This led to a 15% productivity gain, 10% cost savings, and improved schedule adherence among BPO partners. Genesys eliminated integration challenges and enhanced visibility into outsourced operations. The platform’s speech and text analytics allowed Etraveli to identify customer needs quickly and route them to high-resolution channels like chat and virtual assistants, ensuring seamless, connected experiences.

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